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Zyxel
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X6004
User Manual [ru]
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Zyxel X6004 User Manual [ru]

X6004

IP PBX
LAN IP https://192.168.1.12 WAN IP https://172.16.1.1 User Name admin Password 1234
Firmware Version 1.20 Edition 1, 06/2010
www.zyxel.com
www.zyxel.com
Copyright © 2010 ZyXEL Communications Corporation

About This User's Guide

About This User's Guide
Intended Audience
This manual is intended for people who want to configure the X6004 using the web configurator. You should have at least a basic knowledge of TCP/IP networking concepts and topology.
Related Documentation
•Quick Start Guide The Quick Start Guide is designed to help you get up and running right away. It
contains information on setting up your hardware connections.
• Web Configurator Online Help Embedded web help for descriptions of individual screens and supplementary
information.
• Command Reference Guide The Command Reference Guide explains how to use the Command-Line
Interface (CLI) and CLI commands to configure the X6004.
• Support Disc Refer to the included CD for support documents.
• ZyXEL Web Site Please refer to www.zyxel.com
product certifications.
for additional support documentation and
Documentation Feedback
Send your comments, questions or suggestions to: techwriters@zyxel.com.tw
Thank you!
The Technical Writing Team, ZyXEL Communications Corp., 6 Innovation Road II, Science-Based Industrial Park, Hsinchu, 30099, Taiwan.
X6004 User’s Guide
3
About This User's Guide
Need More Help?
More help is available at www.zyx el.com.
• Download Library Search for the latest product updates and documentation from this link. Read
the Tech Doc Overview to find out how to efficiently use the documentation in order to better understand how to use your product.
• Knowledge Base If you have a specific question abou t your product, the answer may be here.
This is a collection of answers to previously asked questions about ZyXEL products.
•Forum This contains discussions on ZyXEL prod ucts. Learn from others who use ZyXEL
products and share your experiences as well.
Customer Support
Should problems arise that cannot be solved by the methods listed above, you should conta ct your vendor. If you cannot contact your vendor, then contact a ZyXEL office for the region in which you bought the device.
See http://www.zyxel.com/web/contact_us.php for contact information. Please have the following informatio n ready when you contact an office.
• Product model and serial number.
•Warranty Information.
• Date that you received your device.
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• Brief description of the problem and the steps you took to solve it.
X6004 User’s Guide

Document Conventions

Document Conventions
Warnings and Notes
These are how warnings and notes are shown in this User’s Guide.
Warnings tell you about things that could harm you or your device.
Note: Notes tell you other important information (for example, other things you may
need to configure or helpful tips) or recommendations.
Syntax Conventions
• The X6004 may be referred to as the “X6004”, the “device” or the “system” in this User’s Guide.
• Product labels, screen names, field labels and field choices are all in bold font.
• A key stroke is denoted by square brackets and uppercase text, for example, [ENTER] means the “enter” or “return” key on your keyboard.
• “Enter” means for you to type one or more characters and then press the [ENTER] key. “Select” or “choose” means for you to use one of the predefined choices.
• A right angle bracket ( > ) within a screen name denotes a mouse click. For example, Maintenance > Log > Log Setting means you first click
Maintenance in the navigation panel, then the Log sub menu and finally the Log Setting tab to get to that screen.
• Units of measurement may denote the “metric” value or the “scientific” value. For example, “k” for kilo may denote “1000” or “1024”, “M” for mega may denote “1000000” or “1048576” and so on.
• “e.g.,” is a shorthand for “for instance”, and “i.e.,” means “that is” or “in other words”.
X6004 User’s Guide
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Document Conventions
Icons Used in Figures
Figures in this User’s Guide may use the following generic icons. The X6004 icon is not an exact representation of your device.
The X6004 Computer Notebook computer
Server DSLAM Firewall
Telephone Switch Router
Internet
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X6004 User’s Guide

Safety Warnings

Safety Warnings
For your safety, be sure to read and follow all warning notices and instructions.
• Do NOT use this product near water, for example, in a wet basement or near a swimming pool.
• Caution: Risk of explosion if battery (on the motherboard) is replaced by an incorrect type. Dispose of used batteries according to the instructions. Dispose them at the applicable collection point for the recycling of electrical and electronic equipment. For detailed information about recycling of this product, please contact your local city office, your household waste disposal service or the store where you purchased the product.
• Do NOT expose your device to dampness, dust or corrosive liquids.
• Do NOT store things on the device.
• Do NOT install, use, or service this device during a thunderstorm. There is a remote risk of electric shock from lightning.
• Connect ONLY suitable accessories to the device.
• ONLY qualified service personnel should service or disassemble this device.
• Make sure to connect the cables to the correct ports.
• Place connecting cables carefully so that no one will step on them or stumble over them.
• Always disconnect all cables from this device before servicing or disassembling.
• Use ONLY an appropriate power adaptor or cord for your device. Connect it to the right supply voltage (for example, 110V AC in North America or 230V AC in Europe).
• Do NOT allow anything to rest on the power adaptor or cord and do NOT place the product where anyone can walk on the power adaptor or cord.
• Do NOT use the device if the power adaptor or cord is damaged as it might cause electrocution.
• If the power adaptor or cord is damaged, remove it from the device and the power source.
• Do NOT attempt to repair the power adaptor or cord. Contact your local vendor to order a new one.
• Do not use the device outside, and make sure all the connections are indoors. There is a remote risk of electric shock from lightning.
• Do NOT obstruct the device ventilation slots, as insufficient airflow may harm your device.
• Use only No. 26 AWG (American Wire Gauge) or larger telecommunication line cord.
X6004 User’s Guide
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Safety Warnings
• Warning! To avoid risk of electric shock, remove only one card at a time and do not place fingers or objects inside the chassis. Cover empty slots with slot covers.
This product is recyclable. Dispose of it properly.
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X6004 User’s Guide

Contents Overview

Contents Overview
User’s Guide .............................................................................................. .......... ...................25
Introduction .................................. .................................................... .......................................... 27
How It Works ............................................................................................................................. 35
Tutorials ..................................................................................................... ................................41
Technical Reference ..............................................................................................................99
The Web Configurator .............................................................................................................101
Network Deployment ................................................................................................................111
Server ......................................................................................................................................125
Auto Provision ............................................. .... ... ... ... .... ................................................ ........... 153
QoS ......................................................................................................................................... 169
Voice Mail ........................................ ... ... ................................................ .... .............................. 173
Phonebook .............................................................................................................................. 179
DSP Management .......... .... ... ... ... .... ................................................ ... ... .... ... ........................... 187
Office Hours ............................................................................................................................. 193
Authority Group ....................................................................................................................... 197
Ring Group ............... ... ... .... ... ... ................................................. ... ... ... ... .................................. 229
Pickup Group ........................................................................................................................... 239
Click-To-Talk Group ................................................................................................................. 243
Group Access Code ................................................................................................................ 253
Outbound Line Group ..... .... ... ... ... .... ... ................................................ ... .... ... ... ... .... ... ... ... ... ..... 257
Auto-Attendant .................................... ...................... ....................... ....................... ................. 291
LCR .........................................................................................................................................309
Group Management .................................................................................................................317
Call Services ............................................................................................................................ 327
ZyStack ..................................................................... ............................................................... 355
ACD ......................................................................................................................................... 365
Monitor ...................................... ....................... ...................... ....................... ........................... 379
Status Observation .................................................................................................................. 385
System Log ............... ................................................ .... ................................................ ........... 401
Call Detail Record (CDR) .................................... ... ... .............................................. ... ... ... ... ..... 413
ACD Logs .............. ... ... ... ................................................. ... ..................................................... 423
Administrator Accounts ............................................................................................................431
Diagnostics .............................................................................................................................. 437
Inactivity Timer ......................................................................................................................... 445
..................................... .................... ................ ................... ................... ..................................446
Remote Management ..............................................................................................................447
TFTP Management ................ ... ... ................................................. ... ... ... .... .............................. 467
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Contents Overview
System File Maintenance ............ .... ... ... ... ... .... ... ... ... .... ... ................................................ ... .....469
License Control ........................................................................................................................477
Web Portal .......................... ... ... ... .... ... ... ... ... ................................................. ... ........................483
IVR System .............................................................................................................................. 503
Troubleshooting ..................................................... .................................................................. 509
Product Specifications ............................................................................................................. 521
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X6004 User’s Guide

Table of Contents

Table of Contents
About This User's Guide..........................................................................................................3
Document Conventions............................................................................................................5
Safety Warnings ........................................................................................................................7
Contents Overview ...................................................................................................................9
Table of Contents....................................................................................................................11
Part I: User’s Guide................................................................................ 25
Chapter 1
Introduction.............................................................................................................................27
1.1 Overview ............. ................................................ ................................................. ... ............. 27
1.1.1 Voice over Internet Protocol (VoIP) Implementation .................................................. 28
1.1.2 PBX Telephony Features ...........................................................................................29
1.1.3 Scalable Design .................. ... ... ... .... ................................................ ... ....................... 30
1.1.4 Automatic Call Distribution ......................................... ... ... ... ... .................................... 30
1.1.5 Click-To-Talk .............. ... .............................................................................................. 30
1.1.6 Mobile Phone Extensions ............. .... ... ... ... .... ... ... ... ................................................. ... 31
1.2 Ways to Manage the X6004 ...... ... ................................................ ... .................................... 31
1.3 Good Habits for Managing the X6004 ................................................................................. 31
1.4 LEDs ......................... .... ... ... ... .............................................................................................. 32
Chapter 2
How It Works...........................................................................................................................35
2.1 Call Routing ............................................... ... ... ... .... ................................................ ............. 35
2.1.1 Call Routing Terms ....................................................................................................35
2.2 Internal Call Routing ..................................... ... ... .... ... ... ... .... ... ... .......................................... 37
2.3 Outbound Call Routing .... ... ... .... ... ... ................................................ .... ... ... ... ....................... 38
Chapter 3
Tutorials...................................................................................................................................41
3.1 Making Internal Calls .... ... ....................................................................................................43
3.1.1 Configure SIP Extensions .......................................................................................... 43
3.1.2 Connect IP Phones ....................................................................................................46
3.1.3 Register IP Phones .................................................................................................... 47
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3.1.4 Auto Provisioning ................ ... ... ... .... ... ... ... .... ... ................................................ ... .... ... 48
3.2 Making PSTN Calls ............................................................................................................. 50
3.2.1 The PSTN Connection ................. .... ... ... ... .... ... ... ... .... ... ............................................. 50
3.2.2 Creating a Dialing Rule for PSTN ....................................................... .... ... ... ... ... .... ... 53
3.2.3 Assigning an LCR to an Authority Group .. ................................................................. 55
3.3 Making ITSP Calls ........................................... ................................................. ... ... ... ... ....... 56
3.3.1 The ITSP Connection ....................................... ... ... .... ... ............................................. 57
3.3.2 Creating a Dialing Rule for ITSP ...... ... ... ... .... ... ... ... .... ... ... ... ... .... ... ... .......................... 61
3.3.3 Assigning an LCR to an Authority Group .. ................................................................. 64
3.4 Making ISDN Calls .............................................................................................................. 65
3.4.1 The ISDN Connection ................................................................................................ 66
3.4.2 Creating a Dialing Rule for ISDN ..................................................... ... .... ... ... ... ..........69
3.4.3 Assigning an LCR to an Authority Group .. ................................................................. 71
3.5 ISDN Network Configuration Examples ............................................................................... 73
3.5.1 Example 1: Small/Medium Business ...................................................................... 74
3.5.2 Example 2: Company with Existing PBX ............................................................... 75
3.5.3 Example 3: Company with Existing PBX and Expanding Employees ................. 76
3.6 Using Call Features ................................................ ... ... ... .... ................................................ 76
3.6.1 Customizing Feature Codes ...................... ............. ............. .......... ............. ............. ... 77
3.6.2 Using the Voicemail Feature ........ ................................................. ... ... .... ... ... ... ... .... ... 77
3.7 Using Your Web Portal ........................................................... ... ... ... .... ... ... ... .... ... ... ... ... ....... 78
3.7.1 Your Information ........................... .... ... ... ... ................................................. ... ... ... .... ...78
3.7.2 Accessing the Web Portal .......................................................................................... 79
3.7.3 Changing Your Security Information ........................................................................... 80
3.7.4 Personalizing Your Settings ................................................................ .... ... ... ... ... .... ... 81
3.7.5 Setting Up Voicemail ............................................................................... ... ................ 84
3.7.6 Using the Web Phone (IP Phone Users Only) ........................................................... 85
3.8 Capturing Packets Using the Web Configurator .................................................................. 86
3.9 Creating an Automated Menu System ................................................................................. 89
3.9.1 Menu Design and Call Routing ..................................................... ... ... .... ... ... ... ... .... ... 89
3.9.2 Create an Agent Identity ............................................................................................91
3.9.3 Create a Skill .......................................... ... ................................................. ... .............92
3.9.4 Create an Auto-Attendant .......................................................................................... 95
Part II: Technical Reference.................................................................. 99
Chapter 4
The Web Configurator..........................................................................................................101
4.1 Introduction ............................ ................................................. ........................................... 101
4.2 System Login ..................................................................................................................101
4.3 The System Screen ........................................ ... .... ... ... ... .... ... ... ... ..................................... 103
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Table of Contents
4.3.1 The Navigation Panel ............................................................................................... 104
4.4 Dashboard - System Information ...................................................................................... 107
4.5 Saving Your Configuration ................................................................................................. 108
4.6 Icons in the Web Configurator ........................................................................................... 108
4.7 Resetting the X6004 .................................................. ... .... ... ... ........................................ 109
4.8 Rebooting the X6004 .................................................................................................... 109
4.9 Logging Out of the Web Configurator ................................................................................110
4.10 Help .................................................................................................................................110
Chapter 5
Network Deployment............................................................................................................ 111
5.1 Overview ............. ................................................ ................................................. ... ............111
5.1.1 What Yo u Can Do in this Chapter .............................................................................111
5.1.2 What You Need to Know ..................................... ... .... ... ... ... ... .... ...............................112
5.1.3 Before You Begin ......... .... ... ... ................................................ .... ... ... ... ......................113
5.2 The LAN Screen ................................................................................................................114
5.2.1 The Static LAN IP Address Screen .........................................................................115
5.3 The WAN Screen ............. ... ... ................................................. ... ... ... .... ...............................116
5.4 The DDNS (Dynamic DNS) Screen ...................................................................................117
5.4.1 DYNDNS Wildcard ....... .... .........................................................................................117
5.4.2 Configuring the DDNS Screen ............... ... .... ... ... ... .... ... ... ... ... ...................................118
5.5 The NTP (Network Time Protocol) Screen .........................................................................119
5.6 The Static Route Screen ............................................... ... .... ... ... ... ... .... ..............................120
5.6.1 Configuring the Static Route Screen ............................................. ... ... .... ... .............. 121
5.6.2 Adding a Static Route ............................................................................................... 121
5.7 The VLAN Screen ..............................................................................................................122
5.8 Network Technical Reference ............................................................................................ 123
Chapter 6
Server.....................................................................................................................................125
6.1 Overview ............. ................................................ ................................................. ... ........... 125
6.1.1 What Yo u Can Do in this Chapter ............................................................................ 126
6.1.2 What You Need to Know ..................................... ... .... ... ... ... ... .... .............................. 126
6.1.3 Before You Begin ......... .... ... ... ................................................ .... ... ... ... ..................... 129
6.2 The IP-PBX Server Global Screen .................................................................................... 130
6.3 The FXO Screen ...............................................................................................................132
6.4 The FXS Screen ............................................................................................................... 133
6.5 The BRI Screen ................................................................................................................. 134
6.6 The PRI Screen ................................................................................................................. 136
6.7 The Call Block Screen ...................................................................................................... 139
6.7.1 The Call Blacklist Screen ........................................................................................ 140
6.8 The Feature Code Screen ................................................................................................ 141
6.9 The E-Mail Screen ............................................................................................................. 144
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Table of Contents
6.10 The Fake IP Screen ........................................................................................................145
6.11 The Peer to Peer Screen ............................................................................................... 146
6.11.1 How the Peer-to-Peer SIP Connection Works .......................... .............................. 147
6.11.2 Add Peer-to-Peer Local Net ................................................................................... 148
6.11.3 How Local Net and Peer-to-Peer Work Together ...................................................148
6.12 Network Technical Reference ..........................................................................................150
Chapter 7
Auto Provision ......................................................................................................................153
7.1 Overview ............. ................................................ ................................................. ... ........... 153
7.1.1 What Yo u Can Do in this Chapter ............................................................................ 153
7.1.2 What You Need to Know ..................................... ... .... ... ... ... ... .... .............................. 154
7.1.3 Before You Begin ......... .... ... ... ................................................ .... ... ... ... ..................... 155
7.2 Auto Provision Screen .. ... ... ... .... ... ... ................................................ .... ... ... ... .... ... ... ... ... ..... 155
7.2.1 Batch File Format ...................................... .... ... ... ... ................................................. . 156
7.2.2 Auto Provision Edit Settings .................................................................................... 157
7.2.3 Auto Provision View SPTGEN ................................................................................. 158
7.3 snom Profile Setup ....... ... ... ... .... ... ... ... ... ................................................. ... ... .... ... ..............159
7.3.1 What is snom? .................................................... ... .... ... ... ........................................ 160
7.3.2 snom Batch Configuration XML File ......................................................................... 161
7.3.3 snom Profile Setup: Edit ..................... ... ... .... ... ................................................ ... .....161
7.3.4 snom Profile Setup: View SPTGEN ......... .... ................................................ ... ... .... . 162
7.3.5 snom Feature Key Setting .................. ... ... .... ... ... ... .... .............................................. 163
7.3.6 snom Firmware Upgrade ........................ ... .... ... ... ... .... ... ........................................... 164
7.4 Auto Firmware Upgrade Screen .......................................................................................165
7.5 EZ Provision ..................................................................................................................... 167
Chapter 8
QoS.........................................................................................................................................169
8.1 Overview ............. ................................................ ................................................. ... ........... 169
8.1.1 What Yo u Can Do in this Chapter ............................................................................ 169
8.1.2 What You Need to Know ..................................... ... .... ... ... ... ... .... .............................. 169
8.1.3 Before You Begin ......... .... ... ... ................................................ .... ... ... ... ..................... 171
8.2 The QoS Screen .............................. ... ... .... ... ... ... ................................................. ... ... ... ..... 171
Chapter 9
Voice Mail...............................................................................................................................173
9.1 Overview ............. ................................................ ................................................. ... ........... 173
9.1.1 What Yo u Can Do in this Chapter ............................................................................ 173
9.1.2 What You Need to Know ..................................... ... .... ... ... ... ... .... .............................. 173
9.2 The Voice Mail Screen ......................................................................................... ... ... ... ..... 174
9.3 Accessing Voice Mail .........................................................................................................175
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X6004 User’s Guide
Table of Contents
Chapter 10
Phonebook ............................................................................................................................179
10.1 Overview .......................................................................................................................... 179
10.1.1 What You Can Do in this Chapter .......................................................................... 179
10.1.2 What You Need to Know ........................................................................................ 179
10.1.3 Before You Begin ...................................................................................................180
10.2 The Phonebook Configuration Screen ......................................... .... ... ........................... 181
10.2.1 The Import Phonebook Screen .............................................................................. 182
10.3 The LDAP Phonebook Screen ....................................................................................... 183
10.4 The Local Phonebook Screen ........................................................................................ 184
10.4.1 Local Phonebook Add/Edit Screen ............................................................ ... ... .... . 185
Chapter 11
DSP Management..................................................................................................................187
11.1 Overview .......................................................................................................................... 187
11.1.1 What You Can Do in this Chapter ......................... .... ... ... ... ..................................... 187
11.1.2 What You Need To Know ........................................................................................187
11.1.3 Before You Begin .................................................................................................... 188
11.2 Installing and Removing DSP Modules ............................................................................188
11.2.1 How to Install a DSP Module ................................................ ............................. ..... 188
11.2.2 How to Remove a DSP Module ......................... ....................... ...................... ........ 189
11.3 The DSP Management Screen ........................................................................................ 190
Chapter 12
Office Hours ..........................................................................................................................193
12.1 Overview .......................................................................................................................... 193
12.1.1 What You Can Do in this Chapter .......................................................................... 193
12.1.2 What You Need To Know ....................................................................................... 193
12.1.3 Before You Begin ...................................................................................................193
12.2 Office Hour Screen .......................................................................................................... 194
Chapter 13
Authority Group....................................................................................................................197
13.1 Overview .......................................................................................................................... 197
13.1.1 What You Can Do in this Chapter .......................................................................... 198
13.1.2 What You Need to Know ........................................................................................ 199
13.2 The Authority Group Screen ............................................................................................ 200
13.2.1 The Extension Query Result Screen .....................................................................201
13.2.2 The Add/Edit Authority Group Screen .................................................................... 202
13.2.3 The Authority Group Configuration Screen ........................................................... 203
13.3 Extension Features ..........................................................................................................204
13.3.1 The Batch Add Screen .......................................................................................... 205
13.3.2 Add a SIP Extension: The Basic Screen .... ................................................ ... ... .... . 207
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Table of Contents
13.3.3 Configure SIP Extensions: The Basic Screen ....................................................... 208
13.3.4 The SIP Extension Call Forward Screen ................. ... ... ... ... .... ... ... ... .... ... ... ... ........209
13.3.5 The DND White List Screen .................................................................................. 213
13.3.6 The Find Me List Screen .......................................................................................214
13.3.7 The Blacklist Screen ............................................................................................. 215
13.3.8 The SIP Extension Voice Mail Settings Screen ..................................................... 216
13.3.9 The SIP Extension Advanced Screen ................................................................... 217
13.3.10 The Auto Provision Screen ................................................................................. 219
13.3.11 The Add an FXS Extension Screen ..................................................................... 220
13.3.12 Configure FXS Extensions: the Basic Screen ..................................................... 221
13.3.13 The FXS Extension Call Forward Screen ............................................................ 222
13.3.14 The FXS Extension Voice Mail Screen ................................................................222
13.3.15 The FXS Extension Advanced Screen ................................................................ 223
13.3.16 The Add a BRI Extension Screen ..... ... .... ... ... ... .... ... ... ... ... .... ... ... ... .... ... ... ... ... .... . 223
13.3.17 Configure BRI Extensions: the Basic Screen ...................................................... 225
13.3.18 The BRI Extension Call Forward Screen ............................................................. 226
13.3.19 The BRI Extension Voice Mail Screen .................................................................226
13.3.20 The BRI Extension Advanced Screen ................................................................. 226
13.4 Authority Group Technical Reference ................................... ........................................... 227
Chapter 14
Ring Group............................................................................................................................229
14.1 Overview .......................................................................................................................... 229
14.1.1 What You Can Do in this Chapter .......................................................................... 229
14.1.2 What You Need to Know ........................................................................................ 229
14.1.3 Before You Begin ...................................................................................................230
14.2 The Ring Group Screen ................................................................................................... 233
14.2.1 The New Ring Group Screen ................................................................................ 233
14.2.2 The Edit Ring Group Screen ................................................................................. 234
14.2.3 The Configure Ring Group Screen ........................................................................235
14.2.4 The Add/Edit Page Group Screen ......................................................................... 236
14.2.5 The Add/Edit Hunt Group Screen ......................................................................... 237
Chapter 15
Pickup Group ........................................................................................................................239
15.1 Overview .......................................................................................................................... 239
15.1.1 What You Can Do in this Chapter .......................................................................... 239
15.1.2 Before You Begin ...................................................................................................240
15.1.3 Pickup Group Example .......................................................................................... 240
15.2 The Pickup Group Screen ............................................................................................... 241
15.2.1 Add/Edit Pickup Groups ...... ... ... .... ... ... ............................................. .... ... ... ... ... .... . 242
Chapter 16
Click-To-Talk Group..............................................................................................................243
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X6004 User’s Guide
Table of Contents
16.1 Overview .......................................................................................................................... 243
16.1.1 What You Can Do in this Chapter .......................................................................... 244
16.1.2 Before You Begin ...................................................................................................244
16.2 The Click-To-Talk Group Screen .............................................................. ....................... . 246
16.2.1 Add a Click-To-Talk Group .....................................................................................247
16.2.2 Edit a Click-To-Talk Group ........................................................ ... ... ... .... ... .............. 248
16.2.3 Manage Click-To-Talk Group Extensions .............................................................. . 249
16.2.4 Click-To-Talk Extension Settings ............................................................................251
Chapter 17
Group Access Code..............................................................................................................253
17.1 Overview .......................................................................................................................... 253
17.1.1 What You Can Do in this Chapter .......................................................................... 254
17.1.2 What You Need to Know ........................................................................................ 254
17.2 The Group Access Code Screen ..................................................................................... 254
17.2.1 The Group Access Code Screen .......................................................................... 255
Chapter 18
Outbound Line Group...........................................................................................................257
18.1 Overview .......................................................................................................................... 257
18.1.1 What You Can Do in this Chapter .......................................................................... 258
18.1.2 What You Need to Know ........................................................................................ 258
18.1.3 Before You Begin ...................................................................................................261
18.2 Outbound Line Group Screen .......................................................................................... 262
18.2.1 Add/Edit FXO Trunk .............................................................................................. 263
18.2.2 Configure an FXO Trunk ....................................................................................... 264
18.2.3 Auto-Attendant for Incoming Analog Calls ............................................................. 265
18.3 Add/Edit PRI Trunk ......................................................................................................... 266
18.3.1 Configure a PRI Trunk ...................................................... ... .... ... ... ... ..................... 267
18.3.2 Auto-Attendant for Incoming PRI Calls ................................................................. 270
18.4 Add/Edit BRI Trunk ......................................................................................................... 271
18.4.1 Configure a BRI Trunk ...................................................... ... .... ... ... ... ..................... 272
18.4.2 Auto-Attendant for Incoming BRI Calls ................................................................. 276
18.5 Add/Edit SIP Trunk .......................................................................................................... 276
18.5.1 Configure a SIP Trunk ........................................................................................... 277
18.5.2 Auto-Attendant for SIP Trunks ............... .... ... ... ................................................ .... . 282
18.6 Add/Edit Trusted Peer .....................................................................................................284
18.6.1 Configure a Trusted Peer ....................................................................................... 285
18.6.2 Auto-Attendant for Trusted Peer ............................................................................289
Chapter 19
Auto-Attendant......................................................................................................................291
19.1 Overview .......................................................................................................................... 291
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Table of Contents
19.1.1 What You Can Do in this Chapter .......................................................................... 291
19.1.2 What You Need to Know ........................................................................................ 292
19.2 The Default Screen ..................... ... ... ... .... ... ................................................ .... ... ... ... ... ..... 294
19.3 The Customized Screen .................................................................................................. 295
19.3.1 The Add/Edit Auto-Attendant Screen ..................................................................... 296
19.3.2 Advanced Settings: Office Hours .......................................................................... 297
19.3.3 The Add/Edit Office Hours Auto-Attendant Screen ........... ... .... ... ... ... .... ... ... ... ... .... . 299
19.3.4 The Auto-Attendant Sub Menu Screen .................................................................. 300
19.3.5 Advanced Settings: Night Service ..........................................................................301
19.3.6 Advanced Settings: Greetings .............................. .......... .......... ......... .......... .......... . 303
19.4 Technical Reference ........................................................................................................305
Chapter 20
LCR.........................................................................................................................................309
20.1 Overview .......................................................................................................................... 309
20.1.1 What You Can Do in this Chapter .......................................................................... 310
20.1.2 What You Need to Know ........................................................................................ 310
20.1.3 Before You Begin ....................................................................................................311
20.2 LCR List ............................................................................................................................311
20.2.1 LCR Configuration .................. ... .... ... ... ... .............................................. ... ... ... ... .... . 312
20.2.2 Add/Edit LCR Dial Condition ................................................................................. 314
Chapter 21
Group Management..............................................................................................................317
21.1 Overview .......................................................................................................................... 317
21.1.1 What You Can Do in this Chapter .......................................................................... 318
21.1.2 What You Need to Know ........................................................................................ 318
21.1.3 Before You Begin ...................................................................................................322
21.2 Group Management Screen ............................................................................................ 322
21.2.1 The Overview Screen .......................................................................................... 324
21.2.2 Edit Group Management Associations ................................ .... ... ... ... .... ... .............. 326
Chapter 22
Call Services..........................................................................................................................327
22.1 Overview .......................................................................................................................... 327
22.1.1 What You Can Do in this Chapter .......................................................................... 327
22.1.2 What You Need to Know ........................................................................................ 328
22.1.3 Before You Begin ...................................................................................................328
22.2 The Emergency Call Screen ................... ...................... ....................... ...................... ..... 329
22.2.1 Configuring the Emergency Call Screen ................................................................329
22.3 The Conference Calling Screen .....................................................................................331
22.3.1 Configuring the Conference Calling Screen ........................................................... 331
22.3.2 The Conference Calling Edit and Add Screen ................................................. .... . 332
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22.4 The Music on Hold Screen ............................................................................................. 333
22.4.1 Global Setting Screen ............................................................................................ 334
22.4.2 Custom Music On Hold .......................................................................................... 334
22.4.3 Add or Edit a Music On Hold Profile ....................................................................... 335
22.4.4 Upload a Music On Hold Profile ..................................................... ........................ 336
22.5 The Distinctive Ring Screen ........................................................................................... 337
22.6 The Auto Callback Screen ................................... ... ... ... .... ... ... ... ... .... ... ... ........................ 338
22.7 The Call Park Screen ......................................................................................................339
22.7.1 Configuring the Call Parking Screen ...................................................................... 340
22.8 The Call Waiting Screen .................................................................................................. 341
22.8.1 Configuring the Call Waiting Screen ......................................................................343
22.8.2 Call Waiting Example - 1 ........................................................................................344
22.8.3 Call Waiting Example - 2 ........................................................................................344
22.9 The Call Transfer Screen .................................................................................................345
22.9.1 Configuring the Call Transfer Screen ..................................................................... 345
22.10 Call Recording ............................................................................................................... 345
22.10.1 Configuring the Call Recording Screen ................................................................ 347
22.10.2 Quering Call Recordings ................................. ..................................................... 348
22.10.3 Call Recordings File List ...................................................................................... 349
22.11 TAPI ................ ... ... .... ................................................ ... .................................................. 349
22.11.1 Setting Up the TAPI Server Driver ................................... ... .... ... ... ........................ 350
22.11.2 Sending Call Invites from Microsoft Outlook ......................................................... 352
Chapter 23
ZyStack..................................................................................................................................355
23.1 Overview .......................................................................................................................... 355
23.1.1 What You Can Do in this Chapter .......................................................................... 355
23.1.2 What You Need to Know ........................................................................................ 355
23.1.3 Before You Begin ...................................................................................................357
23.2 ZyStack Configuration .....................................................................................................357
23.2.1 ZyStack Add Screen .............................................................................................. 358
23.2.2 ZyStack Edit Screen .............................................................................................. 359
23.3 ZyStack Intranet Setup ...................................................................................................360
23.3.1 ZyStack Add Intranet ............................................................................................. 361
23.4 ZyStack Status ................................................................................................................ 362
Chapter 24
ACD........................................................................................................................................365
24.1 Overview .......................................................................................................................... 365
24.1.1 What You Can Do in this Chapter .......................................................................... 366
24.1.2 What You Need to Know ........................................................................................ 366
24.2 The ACD Global Screen ................................................................................................ 368
24.3 The Agent Screen ..........................................................................................................369
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24.3.1 The Agent Settings Screen .................................................................................. 370
24.4 The Skill Screen ............................................................................................................ 371
24.4.1 The Skill Settings Screen .....................................................................................372
24.5 The Skill Menu Screen .................................................................................................. 377
24.5.1 The Skill Menu Settings Screen ............................................................................ 378
Chapter 25
Monitor...................................................................................................................................379
25.1 Overview .......................................................................................................................... 379
25.2 The System Information Screen ......................................................................................379
25.3 SNMP ............................................................................................................................. 382
25.3.1 Supported MIBs ..................................................................................................... 383
25.3.2 SNMP Traps ........................................................................................................... 383
25.3.3 Configuring SNMP .................................................................................................384
Chapter 26
Status Observation...............................................................................................................385
26.1 Overview .......................................................................................................................... 385
26.2 What You Can Do in this Chapter ..... ... ................................................. ... ... .... ... ... ... ... .... . 385
26.2.1 What You Need to Know ........................................................................................ 385
26.3 The SIP Peer Screen .......................................................................................................386
26.4 The FXS Peer Status Screen .......................................................................................... 388
26.5 The BRI Peer Status Screen ............ ... .... ................................................ ... .... ... ... ... ... .... . 389
26.6 The CTI Peer Status Screen .......................................................................................... 390
26.7 The FXO Trunk Status Screen ......................................................................................... 391
26.8 The SIP Trunk Status Screen .......................................................................................... 392
26.9 The BRI Trunk Status Screen .................. ... ... ... .... ... ... ... ................................................. . 393
26.10 The PRI Trunk Status Screen ........................................................................................ 394
26.11 The ACD Queue Screen ............................................................................................. 396
Chapter 27
System Log............................................................................................................................401
27.1 Overview .......................................................................................................................... 401
27.1.1 What You Can Do in this Chapter .......................................................................... 401
27.1.2 What You Need to Know ........................................................................................ 401
27.2 The View Log Screen ...................................................................................................... 402
27.2.1 Filter Log Results Screen .................................. ................................................ .....404
27.3 The Log Setting Screen ................................................................................................... 405
27.3.1 Active Log Summary Screen ................................ ............. .......... ............. ............. . 406
27.3.2 System Log Configuration Screen ......................................................................... 408
27.3.3 Edit Syslog Server Settings Screen ........................................................................411
Chapter 28
Call Detail Record (CDR)......................................................................................................413
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28.1 Overview .......................................................................................................................... 413
28.1.1 What You Can Do in this Chapter .......................................................................... 413
28.1.2 What You Need to Know ........................................................................................ 413
28.2 The Configuration Screen ................................................................................................ 414
28.2.1 Configure your remote server ................................................................................ 416
28.3 The Backup Screen ... ... ... ... .... ... ... ... ... .... ................................................ ... .... ... ... ... ... .....417
28.4 The Query Screen .......................................................................................................... 418
28.4.1 The Report Screen................................................................................................ 420
28.5 CDR Technical Reference ............................................................................................... 421
Chapter 29
ACD Logs...............................................................................................................................423
29.1 Overview .......................................................................................................................... 423
29.1.1 What You Can Do in this Chapter .......................................................................... 423
29.1.2 Before You Begin ...................................................................................................423
29.2 The Configuration Screen .............................................................................................. 423
29.2.1 Configure your remote server ................................................................................ 425
29.3 The Backup Screen ..... ... ... .... ... ... ... ... .... ... ... ................................................. ... ... ... ... .....426
29.4 The Query Screen ......................................................................................................... 427
29.4.1 ACD Report Screen .............................................................................................. 428
Chapter 30
Administrator Accounts.......................................................................................................431
30.1 Overview .......................................................................................................................... 431
30.1.1 What You Can Do in this Chapter .......................................................................... 431
30.1.2 What You Need to Know ........................................................................................ 431
30.2 The Logged-In Administrator Screen ... .... ... ... ... .... ... ................................................ ... .....432
30.3 The Administrator List Screen ......................................................................................... 433
30.3.1 Add an Administrator ............................................................................................. 434
30.3.2 Edit an Administrator Account .................................... ... ........................................ 435
Chapter 31
Diagnostics............................................................................................................................437
31.1 Overview .......................................................................................................................... 437
31.1.1 What You Can Do in this Chapter .......................................................................... 437
31.1.2 What You Need to Know ........................................................................................ 437
31.2 The Information Collect Screen .............................................................................. ... .....438
31.3 The Packet Capture Screen ............................................................................................ 440
31.4 The Voice Sniffer Screen ................................................................................................. 442
Chapter 32
Inactivity Timer......................................................................................................................445
32.1 Overview .......................................................................................................................... 445
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32.2 The Inactivity Timer Screen .............................................................................................445
................................................................................................................................................446
Chapter 33
Remote Management............................................................................................................447
33.1 Overview .......................................................................................................................... 447
33.1.1 What You Can Do in this Chapter .......................................................................... 447
33.1.2 What You Need to Know ........................................................................................ 448
33.2 The WWW Screen .......................................................................................................... 449
33.3 The WWW > Add/Edit Screen .........................................................................................450
33.4 The SSH Screen ..............................................................................................................451
33.5 The SSH > Add/Edit Screen .................... ................................................................... ..... 452
33.6 The FTP Screen ............... ... .... ... ... ... ... .... ... ................................................ .... ... ... ... ... ..... 453
33.7 The FTP > Add/Edit Screen ..................... ...... ....... ...... ... ....... ...... ....... ...... ....... ...... ...... .... . 454
33.8 The ICMP Screen ............................................................................................................ 455
33.9 The ICMP > Add/Edit Screen .......................................................................................... 456
33.10 The CTI Screen .............................................................................................................457
33.10.1 The CTI Add/Edit Screen ..................................................................................... 458
33.11 Remote Management Techni cal Reference ...................................................................459
Chapter 34
TFTP Management................................................................................................................467
34.1 TFTP Management ..........................................................................................................467
Chapter 35
System File Maintenance.....................................................................................................469
35.1 Overview .......................................................................................................................... 469
35.1.1 What You Can Do in this Chapter .......................................................................... 469
35.1.2 What You Need to Know ........................................................................................ 469
35.2 The Backup & Restore Screen ........................................................................................ 471
35.2.1 Batch Add SIP Extensions Template File ............................................................... 473
35.3 The Firmware Upgrade Screen ....................................................................................... 473
35.4 Technical Reference ........................................................................................................474
Chapter 36
License Control.....................................................................................................................477
36.1 Overview .......................................................................................................................... 477
36.1.1 What You Can Do in this Chapter .......................................................................... 477
36.1.2 What You Need to Know ........................................................................................ 477
36.1.3 Before You Begin ...................................................................................................478
36.2 The Registration Screen .................................................................................................. 479
36.3 The Service Screen ......................................................................................................... 480
36.4 The License Status Screen .............................................................................................. 481
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Chapter 37
Web Portal.............................................................................................................................483
37.1 Overview .......................................................................................................................... 483
37.1.1 What You Can Do in this Chapter .......................................................................... 484
37.1.2 What You Need to Know ........................................................................................ 484
37.2 Account Settings ..............................................................................................................485
37.3 Call Forwarding and Blocking ......................................................................................... 487
37.3.1 Office Hours ...........................................................................................................489
37.3.2 DND White List ....................................................................................................... 491
37.3.3 Find Me List ...........................................................................................................491
37.3.4 Blacklist ................................................................................................................. 492
37.4 Voice Mail Settings ......................................................................................................... 493
37.5 Web Phone ..................................................................................................................... 494
37.6 Utility Download ............................................................................................................... 495
37.6.1 The Outlook Plugin ................................................................................................. 496
37.6.2 TAPI Client Driver .............. ... ... ... .... ... ... ... ................................................. ... ... ... .... . 498
37.6.3 Sending Call Invites from Microsoft Outlook ............ ... ... ... ... .... ... ... ... .... ... .............. 501
Chapter 38
IVR System............................................................................................................................503
38.1 Overview .......................................................................................................................... 503
38.1.1 What You Need to Know About IVR ....................................................................... 503
Chapter 39
Troubleshooting....................................................................................................................509
39.1 Power, Hardware Connections, and LEDs .................................... .... ... ........................... 509
39.2 X6004 Access and Login ................................................................................................. 510
39.3 Internet Access ................................................................................................................ 513
39.4 Advanced Features .........................................................................................................514
39.5 Reset the X6004 to Its Factory Defaults .......................................................................... 515
39.6 The Console Port .............................................................................................................516
39.6.1 Use the Console Port to Access the CLI .................. ...................................... ........ 516
39.6.2 The Login Screen ....................... ....................................... ..................................... 516
39.6.3 The Initrd Screens .................................................................................................. 517
Chapter 40
Product Specifications.........................................................................................................521
Appendix A IP Addresses and Subnetting ...........................................................................529
Appendix B Open Software Announcements.......................................................................541
Appendix C Legal Information..............................................................................................565
Index.......................................................................................................................................569
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PART I

User’s Guide

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CHAPTER 1

Introduction

This chapter introduces the main features and applications of the X6004.

1.1 Overview

An IP PBX is a telephone exchange device located at a company site which allows an organization to set up and control calls. IP stands for Internet Protocol, and PBX stands for Private Branch Exchange. A regular company telephone switchboard is an example of a PBX. The company’s telephones are conne c ted to the IP PBX. The IP PBX is then connected to the outside world via connections to any combination of the following net works:
• A traditional Public Switched Telephone Network (PSTN)
• A broadband Internet connection to an Internet Telephony Service Provider (ITSP)
• An Integrated Services Digital Network/Basic Rate Interface Network (ISDN BRI)
• An Integrated Services Digital Network/Primary Rate Interface Network (ISDN PRI T1/E1)
Each telephone connected to an IP PBX has an extension assigned to it. An extension is a unique telephone number within an organization typically consisting of only a few digits. People inside the company can call each other by dialing extensions. Calls to the outside world go through the IP PBX to the PSTN, ITSP or ISDN.
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Chapter 1 Introduction
Figure 1 IP PBX Example
The X6004 can function as a stand alone telephone switchboard for a small organization. It can also supplement a legacy PBX within an organization by providing Vo IP telephony features.
Internet
ITSP
PSTN/ISDN
PSTN
1.1.1 Voice over Internet Protocol (VoIP) Implementation
The X6004 uses SIP (Session Initiation Protocol) to communicate with other SIP devices. SIP is an internationally-recognized standard for implementing V oice over Internet Protocol (VoIP).
The following figure shows SIP devices communicating with the X6004.
A: IP Phones - Telephones that convert voice into IP packets and vice versa (for example ZyXEL’s V-500).
B: Softphones - Software-based phones installed on PCs.
C: VoIP Gateways - Devices (for example ZyXEL’s P-2302HWUDL) with built in
SIP processing which allow traditional analog phones or cordless phones to use them as a link to the IP PBX.
D: ATAs - Analog Telephone Adapters (for example ZyXEL’s P-2024) aggregate a large number of analog phones and convert their signal into IP packets.
E: Peer IP PBXs - Other SIP based IP PBXs with which you communicate over an IP network. This allows you to call the telephones connected to the peer IP PBX without going through a telephone service provider.
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F: SIP Servers - Servers (D) located at your Internet Telephony Service Provider (ITSP) which process outgoing calls from the X6004 and direc t them to IP phones on the Internet or traditional phones on the PSTN.
Figure 2 SIP Devices and the X6004
ITSP
PSTN
F
A
B
1.1.2 PBX Telephony Features
The X6004 allows you to set up and manage features on an internal telephone network without relying on your telephone service provider . The following are just a few examples:
•Conference calls
•Voicemail
• Call Forwarding
E
D
C
The X6004 integrates with your IP network. For example you can:
• Import an LDAP-based (Lightweight Directory Access Protocol) contact list to serve as the phonebook for the IP phones on your network.
• Set up the X6004 to send users email notifications or complete voice messages as attachments when they receive voicemail.
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Chapter 1 Introduction
1.1.3 Scalable Design
The X6004 can be used stand alone to provide intercom (calling by extension) and VoIP features in a small business environment. The X6004’s capability can be expanded by:
• A - Adding DSP (Digital Signal Processing) modules in the device’s bottom to handle more concurrent telephone connections. DSP modules are chips which convert analog information into digital data and vice versa.
• B - Adding a hard disk to store a greater volume of voice messages and call records.
• C - Connecting several X6004s together to manage a larger telephone network.
Figure 3 Scalable Design
ITSP
A
B
1.1.4 Automatic Call Distribution
Automatic Call Distribution (ACD) allows you to distribute inco ming calls to specific groups of phones connected to your telephone network. Distributed calls can then be sent to individual people based on assigned skill sets. This is known as Skill­Based Routing (SBR). When the X6004 receives an incoming call, it categorizes the call by “skill”. Next, it assigns the call to the one of the agents associated with that skill. Skills are defined by the X6004 administrator and consititute a set of rules that work in tandem with the auto-attendant to assign incoming calls to groups of agents.
1.1.5 Click-To-Talk
The Click-To-Talk (CTT) feature allows you to create an HTML link that you can embed on a Web page; a person visiting that web page can click it to connect directly to a phone on the other end. This W eb-b ased communication uses the SIP voice protocol, with an Adobe Flash-based client on one side, an IP phone on the other, and the managing X6004 in the middle.
C
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